Testimonials

Repeat Customer

Have used ILX Group many times over the years for training. Not only are their prices competitive, but their online self-paced learning is thorough and the simulated practise exams prepare you really well for the real thing.

Patrick Mamo

Well prepared for exam

The content of the course gave really good context of the important information required to pass the foundations exam. The simulation exams were bang on. I was scoring in 90's for each randomly generated test and I scored 90% on the certificate exam. There is no interaction with the mobile app, but was a good supplement to listen to while walking/driving to reiterate the lesson.

All in all, I was able to ace the certification with about 3-4 weeks of effort.

Trusted Customer

ITIL 4 syllabus

The ITIL service value system

When ITIL 4 was released, the syllabus was updated to reflect the way business is changing. One of the main elements of ITIL 4 is the idea of value co-creation – the concept that value can only be achieved when the end customer is considered in the development of services and features.

As a result, the ITIL 4 framework now includes the ITIL service value system (SVS) and the four dimensions model.

The core components of the ITIL SVS are:

The ITIL service value chain
The ITIL practices
The ITIL guiding principles
Governance
Continuous improvement

To ensure a holistic approach to service management, each of these components should be considered from the following four dimensions:

Organisation and people
Information and technology
Partners and suppliers
Value streams and processes

Four dimensions of service management diagram

The ITIL practices

There are 34 ITIL practices, which are grouped into three categories:

General management practices (14)
Service management practices (17)
Technical management practices

General management practices

Architecture management
Continual improvement
Information security management
Knowledge management
Measurement and reporting
Organisational change management
Portfolio management
Project management
Relationship management
Risk management
Service financial management
Strategy management
Supplier management
Workforce and talent management

Service management practices

Availability management
Business Analysis
Capacity and performance management
Change control
Incident management
IT asset management
Monitoring and event management
Problem management
Release management
Service catalogue management
Service configuration management
Service continuity management
Service design
Service desk
Service level management
Service request management
Service validation and testing

Technical management practices

Deployment management
Infrastructure and platform management
Software development and management

The Foundation level specifically examines 15 of these practices -- seven of which are examined in greater detail (in bold):

Information security management
Relationship management
Supplier management
IT asset management
Monitoring and event management
Release management
Service configuration management
Deployment management
Continual improvement
Change control
Incident management
Problem management
Service request management
Service desk
Service level management

The ITIL guiding principles

The last element of the syllabus is ITIL's guiding principles. A guiding principle is a recommendation that guides an organisation, regardless of circumstance whether that's changing goals, strategies, types of work or management structure.

Information security management
Relationship management
Supplier management
IT asset management
Monitoring and event management
Release management
Service configuration management